Social CRM (customer relationship management) is a phrase used to describe the addition of a social element in traditional CRM processes. Social CRM builds upon CRM by leveraging a social element that enables a business to connect customer conversations and relationships from social networking sites in to the CRM process. Social CRM may also be called CRM 2.0 or abbreviated as SCRM (social customer relationship management).
See customer relationship management (CRM).
- social engineering
(sō ´sh&l en´´j&-nēr´ing) (n.) In the realm of computers, the act of obtaining or attempting to obtain otherwise secure data by conning an individual into revealing secure information. Social engineering is successful because its victims innately want to trust other people and are naturally helpful. The victims of social engineering are tricked into releasing information […]
- Social Media
A term used to describe a variety of Web-based platforms, applications and technologies that enable people to socially interact with one another online. Some examples of social media sites and applications include Facebook, YouTube, Del.icio.us, Twitter, Digg, blogs and other sites that have content based on user participation and user-generated content (UGC). See “Social Media […]
- Social Media Optimization (SMO)
Abbreviated as SMO, social media optimization is the process of increasing the awareness of a product, brand or event by using a number of social media outlets and communities to generate viral publicity. Social media optimization includes using RSS feeds, social news and bookmarking sites, as well as social media sites and video and blogging […]
- social network
A social structure made of nodes that are generally individuals or organizations. A social network represents relationships and flows between people, groups, organizations, animals, computers or other information/knowledge processing entities. The term itself was coined in 1954 by J. A. Barnes.
- social network analysis
Abbreviated as SNA, social network analysis is the mapping and measuring of relationships and flows between people, groups, organizations, animals, computers or other information/knowledge processing entities. The nodes in the network are the people and groups while the links show relationships or flows between the nodes. SNA provides both a visual and a mathematical analysis […]